Customer Success Advisor - German Speaking (Frankfurt-based)

Description

iwoca is breaking down the barriers that stop Europe’s 20 million small businesses from accessing finance. Traditional bank loans have slow application processes, inflexible terms and burdensome criteria. In contrast, we use cutting-edge technology to offer flexible access to credit with a five minute application process and a decision in hours.

Since 2012, we've lent over £900 million to over 50,000 businesses across Europe. Our customers include everything from cafés to car dealers, salons to solicitors. Along the way we have built a sophisticated technology platform, won numerous awards and grown a fun, and vibrant team.

However, we’re still near the start of our journey – our aim is to finance a million small businesses within a decade and so we need more smart, hands-on people to help us reach this goal.

Requirements

At iwoca, we truly value every customer and want them to have the best possible experience. Our Customer Success Advisors are at the heart of our Customer Success team, serving customers at all stages of the customer journey.

As a Customer Success Advisor, you are familiar with the entire customer journey and are able to help customers on the spot (1 call resolution). Your main responsibility will be ensuring a positive customer journey. You’ll be expected to engage with customers in a friendly manner and handle each query with expert care and efficiency.

Your mission will be to:

• Focus on giving our customers the best possible experience by answering inbound calls and resolving their queries and requests
• Pitching our product to inbound callers who have received marketing and leads from our affiliates to sell our product and complete an application with them
• Be accountable for overall client satisfaction and ensuring they are educated on product offerings and processes
• Help businesses to complete their application and provide the necessary documents required for us to make a lending decision
• Assist existing customers with account queries such as technical questions, repayments, processing renewal requests and other administrative tasks
• Liaise with various teams within iwoca to achieve the best outcome for your customers
• Contribute to projects that focus on the development and growth of the team
• Deliver feedback to make sure that we are meeting our objectives in the most efficient way possible

Benefits

In addition to a competitive salary, we also provide the following:

• A smart, fun and internationally diverse team - together, we represent over 35 different nationalities
• Company retreats in great locations - we have at least two per year in places like the French Alps and by the Spanish seaside
• 26 days holiday a year, plus all bank holidays, plus a day off for your birthday
• The opportunity to give your time to support a charity of your choice, via a paid volunteering day
• Additional leave so that you can take more time to go travelling or to study, outside of your holiday allowance

Due to the risk of coronavirus our team is working and also interviewing remotely. We’re still actively hiring for this positon and plan to set new employees up for success by being onboarded and also working remotely. Once, everything goes back to normal you will then be based in our Frankfurt office.